Joburi Sutherland Global Services Bulgaria

Sutherland Global Services
Established in 1986, Sutherland Global Services is a global provider of business process and technology management services. Sutherland offers an integrated portfolio of analytics-driven back-office and customer-facing solutions that support the entire customer lifecycle and is one of the largest, independent BPO companies in the world serving global leaders in major industry verticals. Headquartered in Rochester, N.Y., Sutherland employs over 30,000 professionals and has locations across the United States, Canada, Brazil, Mexico, Colombia, Jamaica, Slovakia, Estonia, Sweden, Bulgaria, UK, Morocco, UAE, Egypt, Malaysia, Philippines, India and China.

Sutherland Global Services Bulgaria
Sutherland Bulgaria is an international and diverse team with employees from a variety of backgrounds, cultures, and nationalities, creating a dynamic work environment. Opened in 2008 in Sofia, Sutherland Bulgaria is a multi-lingual customer service hub and has since grown to more than 1,000 employees between Sofia and Burgas. Our team of professionals provides technical support and customer service in 16 European languages.

Sutherland is committed to creating a dynamic work environment that is professionally challenging and personally rewarding. Our comprehensive training program offers first-hand learning experiences to hone your skills in leadership, management, and business. We are dedicated to celebrating the successes and achievements of our employees through initiatives that foster a workplace that respects our employees and values their contributions.

Beyond just providing jobs, we invest in building careers for our employees. Our work culture focuses on employee development and work-life balance. We offer growth for top performers, global resources and experiences, and the opportunity to work across a number of industries and geographies.

Why relocate to Sofia (Bulgaria)?
Sofia is an open and dynamic city which is very close both geographically and culturally to Romania. Sutherland Global Services provides permanent employment opportunities to people from all over Europe. There is a significant number of Romanians who already work in the local office iin Sofia, including several senior managers. The Spotify account manager is also a Romanian national.

The company provides relocation support, covering costs for flight tickets, first month rent, etc. Foreign national also have a buddy assigned to them (another foreign national already working in Sofia) who meets new arrivals at the airport and helps with everything afterwards: housing, shopping, transport, food, etc.

The cost of living in Sofia is lower than in Romania. On the other hand Sutherland Global Services pays salaries that are significantly higher than the local market. This combination provides opportunities for good quality of living.

It is also important to note that from almost 20 Account Managers – 4 are Romanian nationals that relocated to Sofia.

Recruitment process
Sutherland Global Services recruiting process goes through the following steps:

Phone screen
Recruiter interview
Language/technical validation
Team manager interview
Job offer

All of these steps can be passed online/from a distance so there are absolutely no costs in advance. Once the job offer is accepted, the candidate can organize his trip to Sofia and come for contract signing before the first work day.

Why join us?
- We offer competitive remuneration
- Unique social benefits package which includes:

Additional Health Insurance
Life Insurance
Food Vouchers
Gift Vouchers
Transportation Allowance
Attractive retention bonus scheme
Many discounts in Serdika Center (This is something that makes Sutherland Global Services stand out among all other BPOs in Sofia. The company has great office location is Serdika Mall in downtown Sofia. Every employee has a VIP shopping card which provides discounts for most shops within the mall and the food court. The location also provides numerous social opportunities before and after working hours.)

- Training & Development Opportunities:

All employees pass initial training which varies between 2 and 6 weeks – depending on account. Follow up trainings are also regularly provided.
The development opportunities are numerous – both horizontal and vertical.
The company has an internal transfer policy that allows any employee within one of the almost 20 different accounts in Sofia to freely apply for open positions within other accounts. The idea is that if an employee is not happy, Sutherland Global Services prefers to have this person transferred to a different job within the company, rather then loose him on the market.
Vertical opportunities are numerous due to the rapid growth of the business. Most Team Manager, Senior Team managers, Trainers, Quality Analysts, Account Managers are promoted within the ranks. When there are new open positions – they are always announced internally first.

- Rewards & Recognition Programs
- Team Building Activities

Benonica Angelova is a Romanian native working at Sutherland Bulgaria as a Social Media Account Manager for Spotify.

What is your background?

I have 5 years of experience in Social Media Management, 3 years of experience as Business Development Manager and another 3 as Customer Service Manager.

I am passionate about Social Media and embraced this opportunity to work at Sutherland in a role that allows me to further pursue my passion and develop new strategies to better support this new emerging customer service channel Social Media).

I have a Bachelor degree in Communication & Journalism from the University of Bucharest, Romania and an MBA degree from Cardiff Metropolitan University in UK.

When did you join Sutherland?
June 2014

What is your position within the company? Could you describe your daily routine?
Social Media Account Manager
In this role, I manage the daily operations for social media accounts by effectively maintaining a close relationship with the clients and lead, develop and motivate a high performing team of support professionals to deliver excellent customer service in an accurate and timely manner.

My focus is on adding value to the business relationship with our clients, by bringing new, innovative ideas and implementing strategies for development that would serve both Sutherland and its clients on the long term.

Part of my daily tasks include to provide training, coaching and mentoring whenever required; effectively communicate with all customer segments, FLAs, and business partners; foster collaboration and knowledge sharing between all team members; provide/facilitate “tech-talks” with the team members, maintain and improve personal technical skills, review open and closed cases, run regular 1:1 and coaching when needed.

I spend a few hours a day also on analyzing trends/data and drive development of plans to take advantage of potential opportunities.

Why did you choose to relocate to Sofia (Bulgaria)?
A good combination of business opportunities and personal reasons. The right option at the right time. :)

How was the recruitment process for you?
The recruiting process was very well organized and well communicated. For me, as a candidate, this meant a lot, given that at such level you have high expectations and you would notice any missing links in the process. The team was very friendly but in the same time professional, the approach was quite unique and while you would expect your future employer to mostly focus on understanding how they would benefit from having you in their team – Sutherland also asks how you would personally and professionally benefit from working at Sutherland. I loved this!

How do you find living and working in Sofia?
Sofia is a great city, both for party seekers and for nature loving personalities. I live right next to the mountain and love the fresh air every morning! The city is offering so many possibilities for enjoying your time off, just like any other European capital.

Are there any special traits one needs in order to succeed in this company / role?
I believe motivation and focus. If you are motivated, but at some point you allow yourself to get distracted and lose focus-you are not going to succeed.

Where to from here?
The sky is the limit. Social Media Business Development.

Any advice for other Romanian candidates interested in working in Sofia?
Don’t be afraid to accept this challenge! Sutherland is a great place for highly motivated individuals that are seeking for a challenge and a place where they can put their skills and talents at work, for both their benefit and the benefit of the company. Sutherland is a preferred employer in Bulgaria for balancing people needs and business needs. On the other hand - Sofia is 5 hours away from Bucharest, in case you would miss your family and friends. :)